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Smart assignment

Smart Assignment routes conversations to human agents based on the customer's detected sentiment, so that upset, aggressive, or stuck customers reach a person sooner instead of staying with the AI. Use it to make sure the situations that most need a human — a customer asking for an agent, a customer getting angry, a conversation the AI can't resolve — are prioritised in the queue automatically.

The page is a single Assignment Priority table. Each row is a sentiment scenario the AI watches for. Edits are staged; click Save Changes at the bottom to apply them.

Assignment priority​

For each scenario you configure up to three things:

  • Status — a toggle that enables or disables detection for that scenario. When off, the AI ignores that sentiment for routing.
  • Priority — a number from 0 to 10 that sets how urgently a matching ticket is handled. Higher numbers are handled first. Editable only while the scenario is enabled.
  • Auto-create ticket — a toggle that creates a support ticket for a human as soon as the scenario is detected, rather than waiting for the normal flow. Editable only while the scenario is enabled.

Scenarios​

Ordered as they appear in the table, roughly from mild to severe:

  • Asking for Agent — the customer requests human assistance ("Can I speak to someone?", "Connect me to support").
  • Urgently Requesting Agent — the customer urgently or repeatedly demands a human ("I need to speak to someone NOW").
  • Frustrated Customer — early signs of dissatisfaction ("This is not working", "Why is this so difficult?").
  • Highly Frustrated Customer — extremely upset or threatening to leave ("This is unacceptable!", "I want to cancel", profanity or repeated caps).
  • Aggressive Customer — hostile language or threats ("You people are thieves", "This is a scam").
  • Highly Aggressive Customer — abusive language, serious or legal threats, extreme verbal abuse.
  • Unable to Resolve — the AI has hit its automation limit for the conversation and can't resolve it on its own. This scenario is Always on (its Status can't be turned off) and defaults to auto-creating a ticket, so a stuck conversation always ends up with a human. You can still adjust its priority and its auto-create toggle.

How it works​

As the AI reads incoming messages it classifies the customer's sentiment against these scenarios. When an enabled scenario matches, the conversation is tagged with that scenario's priority value, and — if auto-create ticket is on — a ticket is created for a human right away.

Because higher priority is handled first, the ordering of your priority values is what actually decides who jumps the queue. A common setup is to give the "aggressive" and "urgent" scenarios higher priority than the milder "frustrated" or "asking for agent" ones, so the most volatile situations are picked up first. Keep Unable to Resolve enabled (it always is) so conversations the AI genuinely can't handle don't get stuck.

Which agent actually receives the routed ticket, and the capacity and team rules that apply, are governed elsewhere — see Teams & Assignment. Smart Assignment decides when and how urgently a conversation should reach a human; Teams & Assignment decides who.

  • Teams & Assignment — how tickets are distributed to agents and teams once they're routed to humans.